TY  - BOOK
AU  - Ford, Robert C.
AU  - Sturman, Michael C.
AU  - Heaton, Cherril P.
TI  - Managing quality service in hospitality : : how organizations achieve excellence in the guest experience / 
SN  - 9781439060322 (hbk.) 
U1  - 338.4791068  
PY  - 2012///.
CY  - Clifton Park, N.Y.
PB  - Delmar Cengage Learning, 
KW  - Hospitality industry
KW  - Management.
KW  - Customer services.
ER  -